What are the responsibilities and job description for the Implementation Manager position at Red Oak Compliance (ROC)?
Red Oak Compliance (“Red Oak”) is at the forefront of compliance software for the financial services and insurance industries. Serving over 1,800 firms worldwide, from single-state advisors to over half of the top 20 asset managers, ROC’s suite of 17(a)-4 / WORM compliant solutions boosts process efficiency, minimizes regulatory risk, and controls costs.
Red Oak has a fantastic opportunity on our team for a proactive and organized leader who takes pride in building relationships and bringing projects to completion. The Implementation Manager role is critical for solidifying strong customer relationships and delivering on customer expectations.
Objectives of the Role :
The Implementation Manager is a customer interfacing role that combines technical, project management, and customer relationship skills to successfully implement our software.
As the primary point of contact, this position is responsible for onboarding new customers and developing and nurturing post-sales relationships through a combination of implementations, training, and business reviews. The Implementation Manager acts as a trusted advisor who needs to take charge of the implementation project while actively listening to and understanding customers’ needs.
The successful candidate has a consultative mindset, with a deep understanding of both compliance software and the industries we serve. They must be highly flexible and able to respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; and meet commitments.
Key Responsibilities :
- Assist customers in the implementation of Red Oak’s software by evaluating and understanding customer needs, analyzing existing systems, and working with customers to iteratively configure Red Oak’s software to best meet customers’ requirements.
- Provide training, technical support, testing and troubleshooting assistance on Red Oak’s software application and related issues during and after implementation.
- Work to improve the implementation process by providing recommendations, compiling and sharing best practices, and ensuring customer feedback is communicated.
- Monitors, manages and resolves customer requests in a timely and courteous manner.
- Works with business stakeholders and technical teams while building efficient working relationships.
- Identify proactive opportunities to work with and provide value to our customers.
Skills / Qualifications :
Experience : Minimum of 2 years of experience managing enterprise projects, documenting processes, developing best practices, and interacting with customers.
Education : Bachelor’s degree in business, finance / accounting, quantitative / technology / software development area of comparable experience.
Technical skills : Proficiency in Microsoft Office Suite with a strong understanding of Excel data functions.
Analytical skills : Strong leadership, analytical and problem-solving skills with the ability to interpret customer data and feedback.
Communication : Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
Leadership : Proven leadership experience with the ability to navigate demanding and time-sensitive tasks.
Customer focus : Deep understanding of customer-centric practices and a passion for delivering exceptional customer experiences.
Red Oak values an in-office environment to foster a culture of community and collaboration. There is an estimated 10% travel requirement for onsite customer meetings.
To learn more about our culture and what it takes to be a ROCstar, visit our website :
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